Senior Manager - Production Services in London

The Technology function provides IT services to the Fidelity International business, globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance, legal, marketing and customer service functions. The broader organisation incorporates Infrastructure services that the firm relies on to operate on a day-to-day basis including data centre, networks, proximity services, security, voice, incident management and remediation.

The ISS Technology group is responsible for providing Technology solutions to the Investment Solutions & Services (ISS) business (which covers Investment Management, Asset Management Operations & Distribution business units globally). The ISS Technology team supports and enhances existing applications as well as designs, builds and procures new solutions to meet requirements and enable the evolving business strategy.

Purpose of your role

This role sits at the heart of front-office support within the Investment Solutions & Services Production Services team, providing comprehensive and high-quality technology support to traders, portfolio services, transaction management services, and investment compliance users across Europe. As a hands-on leader, you will oversee first-line support and service delivery, ensuring issues are managed effectively, proactively, and with minimal disruption to the business. A key focus of the role is driving operational maturity by streamlining processes, reducing manual toil, and shaping the team’s evolution toward Site Reliability Engineering (SRE) principles. You will empower the team to anticipate and meet future support requirements in a dynamic and rapidly evolving business environment, while collaborating closely with global counterparts in Hong Kong and Toronto to maintain consistent standards and service levels worldwide.

Success in this role requires building strong, trusted relationships with senior stakeholders across the business, operations, and technology. You will work in partnership with internal and external teams—including application support, infrastructure, and delivery functions—to provide a unified, seamless, and transparent support experience for end users. You will role-model FIL values by demonstrating a commitment to quality, stability, and continuous improvement, while embracing new challenges with enthusiasm. As a people leader, you will foster a “one global team” culture, promoting collaboration, knowledge-sharing, and a supportive environment that enables the team to thrive.

Key Responsibilities

• Leadership & Stakeholder Engagement
  • Build and maintain strong, collaborative relationships with key business and technology stakeholders across trading, portfolio services, transaction management, and investment compliance.
  • Act as a trusted partner to senior stakeholders, ensuring support priorities align with business outcomes and strategic direction.
  • Provide local line management for the team of UK trade desk support analysts, including performance management, coaching, mentoring, and career development.
  • Drive team engagement through clear communication, regular feedback, and a supportive environment where individuals feel valued and empowered.
  • Foster a cohesive “one global team” culture by engaging with counterparts in Hong Kong, Toronto, India and other regions, ensuring seamless follow-the-sun support and consistent service delivery.
• Service Delivery & Incident Management
  • Lead the team’s core support responsibilities, including incident triage, root-cause analysis, resolution, and problem management, ensuring timely and effective business communication throughout.
  • Own issues end-to-end, coordinating with internal technology teams and third-party vendors to drive rapid and durable resolution.
  • Coordinate cross-discipline teams during major incidents and production outages, ensuring effective escalation, communication, and post-incident remediation.
  • Ensure SLAs/SLOs are defined, monitored, and achieved; proactively address service gaps and embed lessons learned into continuous improvement initiatives.
• Operational Excellence & SRE-Aligned Practices
  • Drive process optimisation, automation, and reduction of manual toil, supporting the transition toward SRE principles and sustainable production operations.
  • Establish, refine, and embed support processes that enhance platform stability, resilience, and observability.
  • Conduct proactive platform monitoring and data analysis to identify trends, emerging risks, and opportunities for improvement.
• Knowledge Management & Capability Building
  • Build and maintain strong business domain, trading workflow, and application knowledge across the team.
  • Develop structured knowledge management practices, including documentation, training programmes, and onboarding curricula.
  • Provide end-user training to enhance adoption, reduce recurring issues, and improve overall support experience.
• Environment, Access, & Change Support
  • Support application testing environments, including coordination for new releases, maintenance fixes, and validation cycles.
  • Partner with IT Security to manage access controls, onboarding requirements, and adherence to standard access definitions.
  • Estimate, plan, and deliver small support-related projects on time and within budget.
  • Support business continuity planning, documentation, and periodic validation exercises.
  • Collaborate with desktop support, infrastructure, and middleware teams to troubleshoot cross-platform issues efficiently and minimise disruption to the business.

Experience and Qualifications

• Technical & Functional Expertise
  • Experience managing first line support teams within a front-office trading environment.
  • Strong functional understanding of Equity, Fixed Income, and Multi-Asset businesses, including trading workflows, compliance processes, and common securities/instruments.
  • Hands-on experience supporting order management systems, electronic trading platforms, and matching venues; experience with Charles River IMS is preferred.
  • Strong SQL and relational database skills (Oracle preferred), including ad-hoc data analysis, investigation, and reporting.
  • Working knowledge of the FIX protocol with the ability to interpret FIX messages used in electronic trading.
  • Familiarity with networks, infrastructure, middleware, and security administration concepts.
• Service Management & Operational Capability
  • Extensive production support experience with a solid understanding of what is required to maintain stability, operability, and resilience in complex environments.
  • Proven ability to coordinate multiple technology teams during crisis situations and drive issues through to resolution.
  • Experience applying ITIL or ISO 20000 frameworks in an operational support environment.
  • Demonstrable experience identifying risks associated with change and implementing appropriate mitigation strategies.
• Leadership & Behavioural Skills
  • Track record of building effective relationships with diverse, global stakeholders across business and technology functions.
  • Strong communication skills, with the ability to convey complex information clearly to both technical and non-technical audiences.
  • Highly motivated, self-driven, and committed to delivering exceptional service quality.
  • Ability to remain calm and effective under pressure, managing multiple priorities and escalating appropriately when required.
  • Strong analytical and problem-solving skills, with the ability to approach complex issues in a structured manner.
  • Proven ability to quickly learn new applications, tools, and technologies.
  • Experience documenting procedures and delivering training to technical and business users.
  • Demonstrated discretion when handling confidential or sensitive information.
• Additional Skills
  • Familiarity with agile delivery & DevOps practices.
  • Degree-level qualification or equivalent professional experience.